Program Manager, Member Experience
About The Position
We're hiring a Program Manager to help shape how Chime delivers a high-quality, high-trust experience for our members. This role will focus on product, policy, and process excellence across high-trust member-facing experiences across Chime's products and services. As our Program Manager, you'll uncover friction across the member and agent journey, turn data into actionable insights, and drive scalable operational improvements. You'll partner closely with Product, Risk, and other key business functions to ensure new features and policies are launched in a way that protects our members and empowers our agents. This is a high-visibility role with direct impact on CSAT, resolution rates, contact reduction, operational efficiency, and member trust. In this role, you can expect to Own and maintain process documentation (SOPs, journey maps, knowledge base content) Drive operational excellence by streamlining and automating agent functions Identify friction points across the member and agent journey and implement scalable solutions Influence cross-functional roadmaps using data-driven insights Partner with various cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance Ensure operational readiness and assess support impact for new features and policy changes Lead initiatives that measurably improve CSAT, resolution rates, and contact rate
Requirements
- 5+ years leading end-to-end programs in Customer Experience, Operations, or Product
- Experience operating in regulated environments with strong compliance awareness
- Demonstrated cross-functional partnership across Product, Compliance, Risk, and Ops
- Strong analytical skills and experience using Looker, Tableau, Power BI, or similar tools
- Proven ability to break down complex problems and influence roadmap direction
- Experience building scalable processes that improved member experience metrics
- Strong executive communication and stakeholder influence skills
Nice To Haves
- PMP certification
- MBA
- Consulting background
- Regulatory/compliance domain expertise
Responsibilities
- Own and maintain process documentation (SOPs, journey maps, knowledge base content)
- Drive operational excellence by streamlining and automating agent functions
- Identify friction points across the member and agent journey and implement scalable solutions
- Influence cross-functional roadmaps using data-driven insights
- Partner with various cross-functional teams such as Product, Legal, Risk, Vendor Ops, Quality, and Learning to optimize agent performance
- Ensure operational readiness and assess support impact for new features and policy changes
- Lead initiatives that measurably improve CSAT, resolution rates, and contact rate
Benefits
- Bonus
- Competitive equity package
- Backup child, elder, and pet care
- Subsidized commuter benefits
- Comprehensive health, financial, and wellbeing benefits
- Generous vacation policy
- Company-wide paid days off
- 1% of your time off to support local community organizations of your choice
- Annual wellness stipend
- Up to 22 weeks of paid parental leave for birthing parents
- 12 weeks of paid parental leave for non-birthing parents
- Access to family planning reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
